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- Tasks: Investigate and resolve complaints fairly, ensuring good customer outcomes.
- Company: Join Quilter plc, a leading wealth management business transforming financial futures.
- Benefits: Enjoy 26 days holiday, a pension scheme, and flexible benefits.
- Why this job: Make a real impact on customer satisfaction while working remotely.
- Qualifications: Level 4 diploma in Financial Planning/Advice and experience in financial services.
- Other info: Be part of a diverse team that values integrity and innovation.
The predicted salary is between 36000 - 60000 £ per year.
Quilter plc is a leading wealth management business, helping to enable brighter financial futures for every generation. Fixed Term Contract Duration - 9 Months.
Quilter plc oversees £134.8 billion in customer investments (as of September 2025). It has an adviser and customer offering spanning financial advice, investment platforms, multi-asset investment solutions, and discretionary fund management. The business is comprised of two segments: Affluent and High Net Worth.
Affluent encompasses the financial planning business, Quilter Financial Planning, the Quilter Investment Platform and Quilter Investors, the multi-asset investment solutions business. High Net Worth includes the discretionary fund management business, Quilter Cheviot, together with Quilter Cheviot Financial Planning. Quilter Cheviot has presence throughout the UK, Ireland and Channel Islands.
Our business is transforming, continually modernising, and becoming even more customer centric. If you want to be bold in the pursuit of your ambitions, bring new ideas, and challenge and evolve what we do, it’s the perfect time to join us!
About The Role
- Level: 3
- Location: Fully remote
- Contract: Fixed Term Contract/Secondment
- Contract duration: 9 months
To investigate and resolve all regulated complaints in a fair and impartial manner. You should already have good understanding of the regulatory timescales and deadlines associated with complaint resolution. You will be required to take case ownership and conduct a comprehensive investigation into all available information and documentation.
Duties extend to dealing with all cases that are referred to the Financial Ombudsman Service. Ultimately focused on resolving complaints fairly and ensuring that ‘good customer outcomes’ are realised both now and in the future. To investigate all expressions of dissatisfaction within a timely manner. To liaise with all stakeholders, including Insurers, Legal entities and Regulators. To correspond directly with the Financial Ombudsman Service and in particular: Adjudicators and Ombudsmen. To ensure that we adhere to all the requirements of DISP Resolution (ref: FCA Handbook).
Consumer Duty
This role will directly impact good customer outcomes by ensuring foreseeable harm is lessened by robust investigations and always ensuring consumer protection. Whilst this isn’t a directly customer facing role, the duties you will perform will contribute to the overall positive outcomes for our customers by ensuring our customers understand the products and services delivered by our advisers are aligned to good value and price.
Qualifications & Experience
- Previous experience as a Complaints Investigator desirable.
- You would have worked within a Financial Services environment.
- You will have experience in dealing with regulatory complaints within a Financial Services environment.
- A broad knowledge and understanding of Financial Services regulation.
- A good understanding of the regulator’s approach to complaints.
- A commitment to TCF and a good understanding of DISP Resolution (ref: FCA Handbook).
- Candidates must have their Level 4 diploma in Financial Planning/Advice.
Inclusion & Diversity
We value diversity and strive to promote inclusivity in all aspects of our culture. We believe in equal opportunities for all, ensuring that no applicant encounters less favourable treatment based on anything but their skills, qualifications, experience, and potential. We celebrate the unique contributions of a diverse workforce and create a respectful, nurturing environment where every colleague can thrive.
Values
- Do the right thing: We act with integrity and are proudly committed to going above and beyond in service of our clients and the support we provide our communities.
- Always curious: We continuously seek new ideas and knowledge so we’re one step ahead of our clients’ needs. We look for inspiration everywhere and encourage experimentation, recognising that this is how we create brilliant solutions for brighter futures.
- Embrace challenge: We aim high to transform our potential into meaningful outcomes. With ambition as our driving force and a steadfast commitment to growth, we succeed for the good of every generation.
- Stronger together: Combining our diverse talents, we accomplish more collectively than we ever could do alone. We speak openly, actively listen, and support each other, and constructively challenge and embrace new ideas. We seek empowerment and demonstrate ownership and trust, with the confidence to make impactful decisions.
Core Benefits
- Holiday: 182 hours (26 days)
- Quilter Incentive Scheme: All employees are eligible to participate in incentive scheme, to incentivise business performance and their contribution.
- Pension Scheme: A non-contributory company pension scheme that can be boosted through personal contributions.
- Healthcare Cash Plan: Jersey employees only.
- Benefit Allowance: A cash benefit allowance is payable in lieu of some of our core benefits. In addition to our core benefits, we offer a range of flexible benefits to UK employees that you can choose from and pay for conveniently via a salary deduction.
Complaints Investigator employer: Quilter
Contact Detail:
Quilter Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Complaints Investigator
✨Tip Number 1
Network like a pro! Reach out to people in the financial services sector, especially those who work at Quilter. A friendly chat can open doors and give you insider info about the company culture and what they really value in a Complaints Investigator.
✨Tip Number 2
Prepare for the interview by brushing up on your knowledge of DISP Resolution and the FCA Handbook. Show us that you’re not just familiar with the regulations but that you can apply them in real-world scenarios. We love candidates who can think on their feet!
✨Tip Number 3
Don’t underestimate the power of follow-ups! After an interview, drop a quick thank-you email to express your appreciation. It keeps you fresh in our minds and shows that you’re genuinely interested in the role.
✨Tip Number 4
Apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, it shows us that you’re proactive and keen to join our team at Quilter.
We think you need these skills to ace Complaints Investigator
Some tips for your application 🫡
Tailor Your Application: Make sure to customise your CV and cover letter for the Complaints Investigator role. Highlight your experience in financial services and any relevant regulatory knowledge, as this will show us you understand what we're looking for.
Showcase Your Skills: Don’t just list your qualifications; demonstrate how your skills align with our values. Talk about times you've acted with integrity or embraced challenges in your previous roles. We love to see real examples!
Be Clear and Concise: When writing your application, keep it straightforward. Use clear language and avoid jargon unless it's relevant. We appreciate a well-structured application that gets straight to the point.
Apply Through Our Website: We encourage you to apply directly through our website. It’s the best way to ensure your application reaches us quickly and efficiently. Plus, you’ll find all the details you need about the role there!
How to prepare for a job interview at Quilter
✨Know Your Regulations
Make sure you brush up on the regulatory frameworks and guidelines related to complaints handling, especially DISP Resolution from the FCA Handbook. Being able to discuss these regulations confidently will show that you understand the importance of compliance in your role.
✨Demonstrate Case Ownership
Prepare examples from your past experience where you took ownership of a complaint case. Highlight how you conducted thorough investigations and resolved issues fairly. This will illustrate your commitment to good customer outcomes and your ability to manage complex situations.
✨Engage with Stakeholders
Think about how you would liaise with various stakeholders like insurers, legal entities, and regulators. Be ready to discuss your communication strategies and how you ensure all parties are kept informed throughout the investigation process.
✨Show Your Curiosity
Quilter plc values curiosity and innovation. Prepare to share how you've sought new ideas or improved processes in your previous roles. This could be through learning new tools or suggesting changes that led to better complaint resolutions.
